I think it highlights the danger of open interactivity with customers via forum support, when anyone with a 'staff' badge can participate without customer facing training.
Let's face it, us geeks and nerds are not, on the whole, that comfortable dealing with people - it is why we chose to talk to machines after all.
There is much to be said for the access-to-all-by-all approach, don't get me wrong, but it can misfire when a loose cannon goes off like this chap did.